Ugh, the dreaded negative feedback response. This week, as an exercise in moderation, I am responding to two fictional Facebook posts. While the language and approach of the posters in not exactly how I would go about things, I think as a social media manager, a tempered response in necessary and appropriate in both instances. Effort is important, and occasionally, a response is all the poster is looking for (though doubtful in this case!)
“I am disgusted about the state of your store on 1467 Justin Kings Way. The counter was smeared in what looked like grease and the tables were full of trash and remains of meals. It makes me wonder what the state of your kitchen is?!!! Gross.”
I apologize that your experience was anything less than perfect at our Justin Kings Way store. We pride ourselves on cleanliness, efficiency, and customer service – and the conditions you reported are simply unacceptable. Rest assured that this is under investigation. Please direct message me the best way to get in contact with you directly so that we can handle this matter. Thank you for your patronage and for bringing this issue to our attention.
I hope that the customer understands that this is not how we run our stores, and that the store involved will be reprimanded. By asking for their contact information, the opinion is valued and we have the opportunity to privately make amends for the unpleasant experience.
“Your reporting on the Middle East is biased in the extreme. You gave almost all your air time to spokespeople for the Israelis last night and there was no right to reply for the Palestinians. The conflict upsets me so much and your reporting of it, saddens me even more and makes me f**king furious.“
XXX News provides unbiased and accurate information in all of our reports, and we stand behind our reports on the Middle East. Though this is a controversial issue, we make every effort to represent both sides of the story. As the story and situation continues to develop and unfold, we will continue to interview and air footage from representatives of both sides. Please feel free to engage in healthy debate and conversation on our message boards. However, please be aware that inappropriate language will result in a loss of posting privileges.
Directing the poster to the message board to continue the conversation helps them not feel dismissed, but removes the negative comments from the Facebook page. I feel I stood up for the integrity of the news outlet, while offering to continue the conversation in a productive manner. Addressing the language etiquette standards of the message board addresses the foul language without scolding the poster.